[Policy] 4. Learner No Show
4.1. Learners may not always be punctual in attending Live Practices, and, at times, they may fail to attend. When entering a Live Practice and a learners fails to immediately attend:
After 2 minutes, you must send the learner a message through Live Chat notifying them that you are present in the meeting room and to enquire if they will be planning to attend the scheduled Live Practice. Additionally, notify your learner that if they are experiencing any issues, or have any questions or concerns they are able to email courses@chatterbox.io for further assistance from the Chatterbox Team
Wait in the meeting room for at least 15 minutes in total to enable the learner to attend
If the learner enters the meeting room during this time, facilitate the Live Practice as usual. However, despite the learner entering the meeting room later than expected, there is no expectation that the Live Practice extend past the scheduled end time - this is up to your discretion, but it is your responsibility to ensure you enter any following Live Practices on time
If the learner does not enter within this 15 minute period:
Send them a message via Live Chat letting your learner know that it was unfortunate that they were unable to attend and that you are looking forward to your next Live Practice together. In this message also reiterate that if they have any questions, concerns or need further assistance to email courses@chatterbox.io and the Chatterbox team will be more than happy to help
Ensure you navigate to the Coach Dashboard, and select the Learner No Show option from the Learner attendance column for the relevant booking. This has to be completed immediately following the end of the Live Practice
Note: a Learner No Show is neither a curable nor incurable breach from a Coach Service Level Agreement perspective. However, a failure to follow the above guidance may constitute an incurable breach and may result in immediate discontinuation of your ability to provide services to Chatterbox.